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Outsource magazine: thought-leadership and outsourcing strategy | July 22, 2017

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TELUS International

Struggling to Get Through?

January 2, 2014 |

Have you noticed a drastic change in the communication preferences of your workforce? Several traditional corporate practices simply aren’t working. Memos, emails and written means of communication are no longer enough to motivate, inform and inspire the latest wave of … Read More

Keeping in Touch: Epochal Change for Customer Contact

September 26, 2013 | 1

In a business arena as dynamic – and as tech-dependent – as the customer contact space, organisations that don’t have their metaphorical fingers on the pulse and that aren’t able to evolve with their clients’ customers are doomed. But that’s … Read More

Visions of the Future: The Next Decade in BPO

July 5, 2013 | 2

This article originally appeared in Outsource magazine Issue #32 Summer 2013.

This is an extraordinary time for the BPO space, with huge leaps in business technology, process, and theory taking place against the backdrop of tumultuous economic conditions, the ongoing … Read More

Case Study: Zynga and TELUS International

July 31, 2012 |

When social game provider Zynga – the San Francisco-based developer of CityVille and FarmVille, among others – was looking for an organisation to handle its interactions with its nearly 300 million customers globally, it wasn’t just looking for ‘customer service’: … Read More

It’s time for contact centres to get socially responsible

February 22, 2011 |

In today’s competitive environment and uncertain economic climate, running a modern outsourcing contact centre has to go beyond the traditional “cost-effective” model. If you are going to succeed and keep winning new customers, you have to offer exceptional service to … Read More